Counterfeit Merchandise, Condition 13.4

The merchandise was identified as counterfeit by the owner of the intellectual property or authorized representative, a custom's agency, law enforcement agency, other governmental agency, or a neutral third-party expert.

You sold merchandise that has been identified as counterfeit.

The merchandise was not counterfeit.

Provide specific information and invoices to refute the cardholder's claims.

The cardholder's complaint is valid.

Accept the dispute.

You have already processed a credit or reversal for the transaction.

Provide documentation of the credit or reversal; include the amount and the date it was processed.

The cardholder no longer disputes the transaction.

Provide a letter or email from the cardholder stating that they no longer dispute the transaction.

How to avoid this dispute in the future

Ensure that the goods are genuine.

Merchants should keep in mind that their return policy has no bearing on disputes that fall under this dispute condition.

Acquirer's approach or timelines may be different and you should adhere with your current Acquirer's process. Not all disputes apply to every country/region, please check with your acquirer for further information.